AccountId: 011433970860
ContactId: 82689fa5-8308-4f61-81b5-89590cbb820b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 198429 ms
Total Talk Time (AGENT): 83889 ms
Total Talk Time (CUSTOMER): 54757 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/17/82689fa5-8308-4f61-81b5-89590cbb820b_20250617T14:21_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. How are you?
[AGENT][POSITIVE] I'm good. How about you, Ms. [PII]?
[CUSTOMER][NEUTRAL] All right, I need to verify some hospital benefits, please.
[AGENT][POSITIVE] Benefits. OK, sure, I can assist you with benefits, Ms. [PII]. May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And may I have the name of the facility you're calling from for my notes?
[CUSTOMER][NEUTRAL] I'm with Saint Francis Hospital.
[AGENT][NEUTRAL] Thank you. And may I have the patient's policy number, Miss [PII]?
[CUSTOMER][NEUTRAL] It is 1 2nd.
[CUSTOMER][NEUTRAL] 02607294
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] It is [PII] and I'm not sure how you say the last name. It's [PII]
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, thank you. All right. And let's see you said the date of birth is [PII], what's the date?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. Thank you. All right, Miss [PII] and this is for dental?
[CUSTOMER][NEUTRAL] No, it's inpatient hospital.
[AGENT][NEUTRAL] No. OK. Let me see if I have a medical policy, OK, this one was a dental. Um, let's see, bear with me just a minute.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, I don't have a medical policy for this member, Miss [PII]. Um, he has a dental policy, an accident policy. Um, was it due to an accident, do you know?
[CUSTOMER][NEUTRAL] Mm, hold on one moment.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] Hold on 1 2nd.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] No, it's no accident.
[AGENT][NEUTRAL] No, no, OK. Yeah, I don't have a regular medical policy for this member. The one you provided to me was his dental.
[CUSTOMER][POSITIVE] Alright, uh thank you very much. I will change them to self pay.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] All right. Is there anything else I may help you with today, Ms. [PII]?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] That's it.
[AGENT][POSITIVE] You're welcome and thank you for calling APL. Have a good day, Miss [PII].
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][POSITIVE] Thank you. Bye-bye.